Customer Support Specialist

Join the Team at ABYAT - Your Gateway to Retail Excellence!

About us

Are you ready to be part of the largest retail store in the Middle East ABYAT, spanning an impressive 22,000 square meters and offering over 22,000 products, is your one-stop destination for all things home improvement and more. From elegant tiles and captivating wallpapers to state-of-the-art lighting solutions and stylish kitchen fixtures, we pride ourselves on offering a diverse array of top-quality products under one roof.

Established locally with a vision for excellence, ABYAT has been setting benchmarks since its inception in September 2005. With an unwavering focus on our customers, we've crafted an experience that revolves around their needs, from our meticulously designed store layouts to our unparalleled service offerings.

Expanding beyond our roots in Kuwait, ABYAT is now making waves in Saudi Arabia and setting our sights on Qatar and the UAE. As we continue to grow, we're seeking passionate individuals to join our dynamic team and contribute to our journey of success.

Position: Customer Support Specialist

Location: Kuwait

Type: Full-time

The Customer Support Specialist is responsible for delivering high-quality customer service by managing customer inquiries, coordinating with field Crew or service providers, and ensuring timely resolution of service requests. This role requires strong communication, follow-up, and problem-solving skills, with a key focus on customer satisfaction and smooth operational execution.

Key Responsibilities:

Customer Support & Communication

• Handle incoming customer calls, emails, and messages professionally and efficiently.
• Provide accurate information regarding products, services, appointments, and service procedures.
• Log all customer interactions and maintain updated records in the CRM system.
• Address customer concerns, complaints, and escalations, ensuring prompt follow-up until resolution.

Service Provider / Crew Coordination

• Assign and dispatch technicians or service providers to customer locations based on availability, skillset, and priority.
• Monitor the daily schedules of technicians, ensuring timely arrival and completion of tasks.
• Track progress of ongoing service requests and provide real-time updates to customers.
• Ensure service providers follow company standards, procedures, and customer service guidelines.
• Gather feedback from technicians to support continuous improvement and operational efficiency.

Customer Satisfaction & Quality Assurance

• Conduct follow-up calls with customers to verify service completion and satisfaction levels.
• Escalate unresolved issues to the relevant departments and ensure timely closure.
• Analyze recurring customer issues and propose improvement initiatives to enhance service quality.
• Assist in maintaining service-level agreements (SLAs) related to response time, resolution time, and overall customer experience.

Reporting & Documentation

• Prepare daily and weekly reports related to service requests, customer satisfaction, and technician performance.
• Maintain accurate documentation of service activities, complaints, and resolutions for audit and operational purposes.

Qualifications:

• Diploma or Bachelor's degree in Business Administration, Customer Service, or related field.
• Previous experience in a call center, customer service, or service coordination role preferred.
• Strong organizational and multitasking abilities.
• Excellent communication and interpersonal skills.
• Ability to manage and coordinate teams effectively.
• Proficiency in CRM systems, MS Office, and scheduling tools.
• Customer-focused mindset with strong problem-solving abilities.

Apply now and take the first step towards an exciting career with ABYAT!